10/25/2020
🔴 Important Note!!!
Well, it happened. After three and a half years of professional dog walking I received a bad review. My friends who own their own businesses assure me that it happens to everyone. It may be normal, but it sure feels like a gut punch.
I would like to address the criticism that I wasn’t at the dog owner’s home for as long as we had agreed. He said that his security system tracked my arrival and departure and there were several visits that were only seven minutes long. His system was inconsistent with both my Google tracking on my phone and the timer I wear on my wrist. I have no explanation for this discrepancy, but as the business owner I take full responsibility for what his system recorded. In a personal email to the client I offered him an apology and a cash refund on all visits that did not meet his expectations. He did not accept my offer.
The review stated that we agreed to 15 minute visits. For let outs (which is what the dog owner requested), I always quote for a 10-15 minute visit and I was clear about my offerings. In addition, The review also said that the dog owner came home to an accident upon his arrival. I understand this is frustrating to return home to. On that day, his security system confirmed that I DID stay the agreed amount of time. The dog had an accident between the time of my last visit (when I turned my key in) and the time the pet owner returned. That the dog had an accident was simply out of my control. I provided the dog with water, food, a walk and affection, as requested.
I know there are always lessons to be learned in unpleasant situations. To improve my business going forward, I have invested in software on my phone that will more accurately track my movements with GPS. A report will automatically be sent to the dog owner with my arrival and departure times and a map of our walk. I hope this will prevent this kind of thing from happening again. I know the dog owner felt distressed and it is my goal to avoid that at all costs in the future.
I take the trust that my clients have in me very seriously. Your dogs are treasured members of your family and I always do my very best to ensure that all the dogs I care for are safe, healthy and loved when their family is away.